Introduction
How we ask for the member (name)
What is first and last name?
These are items that are completed during an in home visit, and should be said during the in home purpose.
What is check vital signs and reflexes, review medical history and medications, answer health related questions, and the visit doesn't replace regular dr visits and is no additional cost?
We need to verify this in full on all calls, prior to offering any date/time frame, and we cannot prompt the member unless they are hesitant.
What is the member's address?
We should ask the member to grab these items to document their appointment details.
What is pen and paper?
This item is included in the in home purpose, but not in the virtual purpose.
What is check vitals and reflexes?
This is how the plans refer to the visit.
What is program name?
Some plans enter additional information into this part of the script, example from Humana: "We will send a summary of the visit to your primary doctor. Humana wants to make sure you know that this does not replace...."
What is an additional purpose statement?
Some plans also require us to verify this item in addition to the address. This item must be verified on all plans if updating the address.
What is date of birth?
This style of "time frame" is required on most scripts: "They will arrive between 5 and 6pm."
This is how we determine if the member has virtual capabilities and what platform will be used.
What is technology assessment?
This is required to be stated before asking for the member, and must be repeated if the phone is passed off to another person.
What is recording disclaimer?
This is the name of Humana's In Home Visit.
What is In Home Health and Well Being Assessment?
We will collect/verify this item so we can send email reminders as well as important information about any relevant programs and services.
What is an email address?
We should tell the member this person's name so they know who will be coming to their home.
Who is the provider?
These are applications or platforms that are not owned by Signify Health, but can be used during the virtual visits when the member declines the use of Integrated Video. (Example Facetime, Duo, etc.)
What is a 3rd party app?
"Do you have permission to speak on the member's behalf?"
What is 3rd party authorization?
This is the name of IBC's in home visit.
What is Personal Health Visit?
We will collect/verify this item so we can send text reminders as well as important information about any relevant programs and services.
What is a cell phone number?
The clinician will show these to identify themselves at the visit.
What is ID and credentials?
This is a virtual platform that is owned by Signify Health and used by many health plans for the virtual visits.
What is Integrated Video?
Some plans have these in addition to the regular recording disclaimer.
What is an additional privacy statement?
This is the name of Aetna's in home visit.
What is Healthy Home Visit?
These statements are required anytime a member opts in for email or text reminders, whether the call ends in a scheduled visit, callback, or decline.
What is legal opt in statement?
The clinician will be wearing a mask and may require you to wear one when in close proximity, even if you've been vaccinated.
What is the mask statement?
These are some items that are in the in home visit summary, but not the virtual visit summary.
What is mask statement, pets/special instructions, ID and credentials?